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Found 8 results

  1. I've used the same senior cruise consultant at RCCL for years, booking hundreds of stateroom nights all told for my family of 4, my sister's family of 4, and my parents. I had his direct dial extension, could leave a voicemail and get a call back, any time I wanted to book a new cruise, adjust an existing one, or just ask questions. Or I had his direct email as well for things that required less back and forth. Today I called his number and got put into a 45 minute queue to get someone in a third world call center, and was told that this service was no longer available. Anyone have any insight? Is this just a cost-saving measure on RCCL's part? Seems a foolish move on their part... now I'll call a real travel agent rather than RCCL and maybe they sell me an RCCL cruise, or maybe they sell me another line.
  2. I am booked to go on the Independence of the Seas in December and it’s a 5 day cruise that was supposed to have a stop in Nassau and another stop in Coco Cay but they removed the Nassau stop and we didn’t purchase a 5 day cruise for just 1 stop. I was wondering if this has happened to anyone else and if Royal Caribbean offered anything for the inconvenience.
  3. I am mainly looking for advice on this subject and what to do and where to go from here. I am may be opening myself up to a lot of hate or criticism , but here goes. And sorry for such a long post. After I booked my cruise everything was going fine, I ended up booking a B2B - worked well with Customer Service it was great super excited! I then called back with a question about something (not sure I remember what at this point), the customer service individual I was speaking to - was looking stuff up for me and was chatting and asked "so any special reason you are going on this cruise, or what made you think about doing a B2B" something along those lines - I replied that I was a little nervous but excited as this would be my first solo cruise and knowing that RCL has had good reviews with LGBT travel sites and that celebrity is owned by the same company and celebrity has lgbt single cruises - I thought since I havent been traveling like I used to now would be the time. I received dead silence for a good 20 seconds and then the agent started to give me the answer to my question - but was down right nasty and rude. I was taken aback for sure. Anyways the call ended and I went on my way passing it off. A second time I called and asked if with covid protocols they were still doing LGBT meet-ups on board and if they would be listed in the compass as they used to - the answer was a phone hanging up. At this point I was annoyed. However as things keep changing and evolving because of covid and changes in destinations I thought maybe I will just stick to the text messaging customer service - I dont remember the entire conversation but something LGBT related came up again - because frankly, why should I hide anything and this is customer service that I am talking to, just looking for answer - I received the following text back - which I include a picture of "I am not engaging with this person any longer." This is the point where I decided to escalate things and spoke to a gentlemen in the resolution department (I guess the supervisors of customer service). I told him what was going on and he was appalled - rightly so, we spent over an hour on the phone he was apologizing right and left- made me feel some much better. And I told him I am not looking to get anyone in trouble (I have the agents first names) but all I was looking for was some solid answers. He told me that if I had any questions or concerns to email him. Great - problem solved. Well that was more than two weeks ago - I emailed him with some minor questions and I also emailed him shortly after our first conversation that if he could let someone above him know what was going on - because I believe no one should be discriminated against or talked to in such a manner. I have heard nothing in return - a similar incident happened on Sunday when I was discussing safety concerns if our cruise had to go to a different destination (such as Jamaica or Belize - as both countries it is a crime to be LGBT and people are sometimes kidnapped and killed) I said obvisouly I would stay on the ship and not go site seeing but my question was regarding how the ports were set up and if they had shops right there so that if I did get off the boat I could not go far if there was stuff right there. I emailed him about this. Nothing. This morning I asked a agent thru the text line how I would get in touch with a supervisor of the resolution team - I was asked well what is it regarding so I can direct you to the right place. I told the agent a very brief statement about it. The agent stopped talking - I said hello? Still there? That was 6 hours ago. I thought at first I was just imagining it - but after a few more times, unless I am loosing my marbles. And I KNOW it is not everyone - and I know for certain the staff on the boat are the ones that make the trip and they are wonderful. But its a little unfortunate that I have to go thru any of this just to get a simple answer to questions about Royal gifts, GTY rooms, ports of call. So I guess my point is - where do I go from here - who do I talk to? Or do I just continue to try with customer service and hope I get a decent person. But when I was told by the resolution specialist who was so kind about everything and wanted to do anything to make it up to me - and I email him as he stated to do and I hear nothing and since I hear nothing from him I have to have other incidents occur. Again sorry for the long post and I hope everyone is cool with me posting about this.
  4. A few days ago RC was running a BOGO 50% off deal on the deluxe drinks package for my cruise. The original price was $54/person/day and the BOGO price was $51/person/day. Well, I forgot to purchase it and the deal is no longer available. Currently they are running a "20% off on board price" deal for $56/person/day, so I'm not particularly happy with that. I'd like to call RC customer service to see if there is any way for me to get the BOGO price, but not sure how to approach the situation. I don't want to sound like an angry jerk, but I am upset. Not to mention they've already changed the cruise itinerary and we won't be stopping in a port I was looking forward to (completely understand they have every right to change the itinerary, but still...). I'm 194 days out from my cruise, so I imagine there is a possibility for other deals to run during that time, but I also don't want the prices to increase from hear on out. Anyways - has anyone ever done this before? Would love some advice.
  5. What is going on with the (new) website? I've just spent an hour on the phone with customer services trying to work out why I can no longer view my reservation details. All I can see is the cruise date and room number - no invoice showing the total breakdown. After spending a frustrating amount of time trying to troubleshoot my account with customer services who don't seem to understand the issue - I'm told that's how the website now works. To get the breakdown or a copy of the invoice apparently we now have to call in, wait on hold, speak to a representative and have it emailed. Can that be true? Surely not.... Interested to know if others here can login to their 'universal account' (formerly mycruise) and see the invoice breakdown for their reservations. #frustrated
  6. I recently went on a five night cruise in the Western Caribbean. I love going to the spa and I was fortunate enough to find an amazing therapist named Carol. My husband and I booked a treatment everyday for a total of five and purchased $450 worth of products. There was a discount available of 10% off the first service, 20% off the second service, and 30% off of the third one. When I reviewed my bill after dinner on the last night I found that none of the discounts were applied to any of my services. Guest services was no help and claimed I would have to contact the spa manager in the morning (because I have nothing better to do the morning we get off the boat, lol.) We typically are amongst the first to get off the ship and we always carry our bags off ourselves. Any seasoned cruiser understands the valuable time this saves! We were unable to do this on this particular occasion because we had to wait for the spa to open. At 7 AM we spoke with the assistant manager and explained the situation. We were told that he would apply the discounts as soon as we got off the phone and he apologized. We went to customer service to print a copy of our final bill only to find none of the discounts promised were applied. Of course they could not help us at customer service, so we had to call the spa directly. We eventually got on the phone with the spa manager "Boris." He claimed he knew nothing about our situation and there was nothing he could do it this time because billing for the spa was "closed." We were given a generic email address (to a third party company who are the onboard operators of the spa) and told to write and explain why we feel we are entitled to the discounts. I was told they typically respond with a decision in 4 to 6 weeks! This entire process took us almost 2 hours and ended with no resolution. We also had to exit the ship with thousands of other travelers and it took us over two hours to do so. What a nightmare. According to my calculations, we are owed over $400 and I am going to have to wait for their decision??? I cannot tell you how disappointed I am in this process. It is unbelievable that I am responsible for chasing down money that is owed to me because of their error. This may be the worst customer service experience I have ever had. I am a long time Royal Caribbean traveler and I have been fiercely loyal to this cruise line. This entire situation has me rethinking my continued travels with them. Perhaps it's time to try something new!?!?
  7. Royal Caribbean has a total lack of empathy towards customers that have been impacted by Hurricane Irma that have already paid for trips. I reside in South Florida and my home was heavily damaged in the storm. I called Royal Caribbean to see if I could reschedule our trip or even transfer the tickets to someone else to go in our place. I was advised that I could not and the only option was to cancel, but if I cancel we would loose all of our money. I was hurt and angry that Royal Caribbean did not have any contingency plan in place for hurricane victims like myself that have been impacted. Royal Caribbean advised me that they could not make any type of exception. So we moved heaven and earth to make this trip so we would not lose all our money. Please note (we are still going on a trip while our home is still damaged and waiting on the insurance company so we can make repairs to date). Today I received a email advising me that our itinerary has been changed to Jamaica and Nassau Bahamas. Once again I called into Royal Caribbean's Customer Service to see if there was anything that can be done and I was told "NO". We would have never booked a trip to go to the ports that have been chosen for us for the amount of money that we are paying. We have visited those islands countless times and have spent way less. And I definitely did not want to spend my anniversary going back. I am very angry and disappointed in the way that Royal Caribbean is handling this situation. I am also sadden that they don't have any type of alternative options for us. It shows a lack of empathy and total disregard for customers like myself.
  8. Thanks to MEI Travel !!! Saved $45 on our Jan. 28th Freedom Cruise. Full disclosure, the "cost" increased $55, and we received a $100 On Board Credit...... Can't imagine how many "points" I can make with the wife, by taking her to "Chops" with the credit! LOL :) ;) :D Thanks Brock, With MEI Travel. GREAT JOB!!!!! Rob
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